2nddraftNovember11,2002MYPRIORITYISYOUTRAININGMANUALMYPRIORITYISYOUPageofNUMPAGES18CreatedonCREATEDATE11/15/200212:23:00PMTABLEOFCONTENTSTOC\o\h\zHYPERLINK\l"_Toc24348060"1.OBJECTIVEPAGEREF_Toc24348060\h3HYPERLINK\l"_Toc24348061"2.WHY“MYPRIORITYISYOU”?PAGEREF_Toc24348061\h3HYPERLINK\l"_Toc24348062"3.CAMPAIGNPLANPAGEREF_Toc24348062\h4HYPERLINK\l"_Toc24348063"4.TRAININGPAGEREF_Toc24348063\h5HYPERLINK\l"_Toc24348064"5.STAFF,MANAGEMENTANDGUESTS’INVOLVEMENTPAGEREF_Toc24348064\h6HYPERLINK\l"_Toc24348065"EmployeesPAGEREF_Toc24348065\h6HYPERLINK\l"_Toc24348066"ManagementPAGEREF_Toc24348066\h6HYPERLINK\l"_Toc24348067"GuestsPAGEREF_Toc24348067\h7HYPERLINK\l"_Toc24348068"6.EVALUATIONPROCESSPAGEREF_Toc24348068\h7HYPERLINK\l"_Toc24348069"7.PUBLICRELATIONSPAGEREF_Toc24348069\h8HYPERLINK\l"_Toc24348070"8.APPENDIXPAGEREF_Toc24348070\h9MESSAGEFROMTHEPRESIDENTDearGeneralManagers,Thehospitalityindustryhasbecomeextremelycompetitiveandthiswillfurtherintensifywithglobalisation.Serviceandstaffattitudearethedistinguishingcharacteristicinhotelsandwehaveseensuchvisualelementssucceedandfailintheevenmorecompetitiveairlineindustry.Ashospitalityprofessionals,werealizethatinorderto“standoutfromthecrowd”andtochallengeandsucceedagainstourcompetitors,weneedprofessionalseamlessservicesdeliveredbywelltrainedandwellmotivatedstaffandmanagement.Swiss-BelhotelInternationalisdeterminedtoensurethatwedistinguishourselvesfromotherhotelchains,largeandsmall,bydeliveringhighstandardprofessionalservicethroughstaffwhohavetotallyguestorientatedattitudeandservice.HoweverwecannotachievesuchmotivationandattitudewithouttheeffortsandleadershipoftheGeneralManagers.Weareintheserviceandpeoplebusiness.Staffandmanagementarethemostcrucialelementinthesuccessofthehotelbusiness.Itisourobjectivetoreflectpositiveandfriendlyservicetoourguestsandtom